Refund Policy

Last updated: September 2026

This Refund Policy explains when and how refunds are issued for purchases made on this website or through an xeromike order form. It forms part of our Terms & Conditions.

1. Scope

This policy covers subscription fees, one-off implementation and onboarding fees, and usage-based charges such as AI processing credits. Where a signed order form or statement of work sets out different terms, that document prevails.

2. Before You Buy

We would rather you were sure. Before purchase you can request a walkthrough, a scoped pilot, or written clarification of deliverables and timelines. Most disputes are avoided by agreeing the scope of the first workflow in writing.

3. Subscriptions

• Annual or monthly subscription fees may be refunded on a pro-rata basis if you cancel within 14 days of the initial purchase and no production workflow has gone live.
• After the first 14 days, subscription fees are non-refundable for the current term, but you may give notice not to renew.
• Where we materially fail to deliver a service described in your order form, we will work with you on a remedy, credit or refund of the affected fees.

4. Non-Refundable Items

The following are not refundable:

• Consumed AI processing credits and third-party model or infrastructure costs already incurred
• Completed implementation, onboarding, integration and enablement work
• Bespoke development, custom connectors and configuration delivered to your specification
• Fees for services provided more than 30 days before the refund request

5. How to Request a Refund

Send your request through the contact page with your account name, invoice number, purchase date and the reason for the request. We acknowledge refund requests within 3 business days and aim to resolve them within 14 business days.

6. Approved Refunds

Approved refunds are issued to the original payment method. Depending on your bank or card issuer, funds typically appear within 5 to 10 business days. Refunds are made in the currency of the original transaction.

7. Chargebacks

Please contact us before raising a chargeback. We will always try to resolve the issue directly, and a chargeback opened without contacting us may result in suspension of the affected services while the dispute is reviewed.

8. Changes to This Policy

We may update this policy from time to time. The current version is always available on this page.

9. Contact

For any question about this policy, reach us through the contact page.